Tier 2 Technician at IntelliDyne

<p style="text-align: center;"><strong>IT Support Technician - Deskside</strong></p> <p><strong>Classification:</strong> Non-Exempt</p> <p><strong>Location:</strong> 1100 L. Street NW Washington, DC</p> <p><strong>Clearance:</strong> Secret</p> <p><strong>Compensation: </strong>$70,000 - $75,000k/yr</p> <p><strong>Responsibilities:</strong></p> <ul> <li>Provide 2nd level escalation support to the Tier 1 Help Desk.</li> <li>Provide remote and on-site troubleshooting for hardware and software support.</li> <li>Resolve Call Center Tech Support tickets and provide desk-side support to onsite customers.</li> <li>Install, monitor, troubleshoot, replace, and support: <ul> <li>Multiple software solutions from multiple vendors outside of MS Office</li> <li>Printers/printer consumables, multi-function devices/multi-function device consumables, and imaging scanners</li> <li>Mobile devices or VTC issues</li> <li>WiFi or local and wide area networks or connectivity issues</li> <li>Data storage systems, Active Directory, and other third-party software.</li> </ul> </li> <li>Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system.</li> <li>Work with VIPs, providing a “white glove” service where necessary.</li> <li>Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.</li> <li>Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.</li> <li>Track all work, inventory, and projects using a ticketing system</li> <li>Provide assistance and participate on new project(s) testing and deployment/delivery.</li> <li>Travel to all client sites in the Washington, DC National Capitol Region as needed for break/fix tickets.</li> <li>Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort.</li> <li>Participate in project deployment.</li> <li>Provide input and update knowledge base as necessary.</li> <li>Coordinate the logistics of and conduct the movement of assets and equipment to various client's facilities when needed.</li> <li>Maintain an organized resource/hardware furnished storage room(s).</li> <li>Document, update and close tickets according to defined service level agreement requirements.</li> <li>Provide support and participate in asset management analysis and data governance.</li> </ul> <p><strong>Qualifications:</strong></p> <ul> <li>High School Diploma.</li> <li>Minimum 4 years’ experience working in support of desk side services with specific focus on supporting executive VP\VIP levels and their assistants.</li> <li>Clearance: Must have a Secret clearance</li> <li>Must have all or one of the following current certifications: <ul> <li>MCP (Microsoft Certified Professional)</li> <li>Google IT Support</li> <li>HDI-CSR</li> </ul> </li> <li>Knowledge of Microsoft Management Console tools, specifically <ul> <li>Active Directory (AD) for user and computers</li> <li>Terminal services</li> <li>VPN technologies like ZScaler</li> <li>Windows OS Imaging tools</li> </ul> </li> <li>Must be self-motivated to learn and sharpen technology knowledge and skills along with business processes.</li> <li>Experience preferred troubleshooting and configuring: <ul> <li>OneDrive/Azure/Office 365/MS Teams/Sharepoint</li> <li>VPN (vendor agnostic)</li> <li>Print services</li> <li>Bomguar/Beyond Trust</li> <li>Bitlocker</li> <li>ServiceNow</li> </ul> </li> <li>Excellent verbal and written communication skills</li> <li>Professionally organized and dressed</li> <li>Data entry skills that clearly explain how problems were fix</li> <li>Customer focused and service oriented</li> <li>Attentive to details</li> <li>Able to multi-task.</li> <li>Ability to work individually and within a team environment with little supervision.</li> </ul> <p>&nbsp;</p> <p><strong>About Us</strong></p> <p>IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.</p> <p>For individuals with disabilities who would like to request an accommodation, please contact [email protected] or 703-575-9715.</p>